LARRY J. CAMPBELL

larrycampbell_* @comcast.net

*** *** ***** ****

University Park, Il 60484

708-***-****

BACKGROUND SUMMARY :

20+ years of Corporate Experience with IBM

** ***** ********** as High Volume Call Center Project Manager

02 years as IBM Project Manager at Sears HQ in Hoffman Estates

06 years Instructor of Customer Service Skills

05 years Experience as Customer Service Supervisor United States Postal Service

02 years as an IBM Instructor of Hardware and Software

02 years as IBM Field Manager

03 years as IBM Area Technical Support Manager

CAREER ASPIRATION :

Seeking a position where I can continue to utilize my strong Customer Service skills and background, continue to enhance those skills, and help a solid Organization obtain their goals and objectives.

PROFESSIONAL BACKGROUND :

July 2007 to Present

Certified Customer Service Supervisor, United States Postal Service

!Supervise 60+ Postal Carriers in Large Chicago Postal Station

!Team Lead the Route Inspection Team for Chicago District(Certified)

!Member of the GPS Lean Six Sigma Team for Chicago District

!Instructor of Route Inspection Skills and Techniques

!Handle Customer Complaint Data Base

August 2005 - April 2006

Disability Claims Manager, MetLife

!Managed 2 Teams of Disability Claims Adjusters(Mount Prospect/Glastonbury)

.

Jan 2001 - March 2004

IBM Project Manager for City of Chicago Parking Ticket High Volume Call Center Outsourcing Project

!Managed 30-40 Call Center Representatives

!Taught Customer Service Skills to all representatives

!Managed all Customer escalations of Parking Ticket Issues

!Maintained Customer high level Customer Service Targets

!Monitored all Service Level Targets and ACD Ring

!Mentored all Staff to Constantly improve their Customer Service Skills

!Wrote Employee Evaluations,, determined all Salary Increases

!Provided daily feedback to High profile City Staff on the Call Center stats.

Jan 1999 - Jan 2001

IBM Project Manager at Sears HQ Outsourcing Project

!Managed the IBM Quality Assurance Technical Team at Sears HQ

!Managed the IBM DeskSide Technical Team at Sears HQ

!Managed the IBM Payroll Technical Team at Sears in Atlanta

Jan 1999 - Jan 1996

IBM Area Technical Staff Manager

!Managed Area Technical Team for IBM Midwestern Area

!Escalated Technical issues to all IBM Plant Sites and Plant Engineers

!Taught Quality of Service Courses in Midwestern IBM Branches

!Taught Effective Communication and Listening Skills within IBM

!Taught Malcolm Baldridge Six Sigma Principles with IBM

EDUCATION :

#Eastern Illinois University(Charleston, Il. 104 of 160 needed for Bachelors

#Associate Degree DeVry Institute of Technology (Chicago, Il)

#80% Project Management certification courses completed.

#Various Technical and Managerial courses taken within IBM.

#High School diploma(Thornton Twp H.S. (Harvey, Il)

#Certified United States Postal Service Supervisor

#Certified United States Postal Service Route Inspector

TECHNICAL SKILLS :

!Large System DASD, Tape, and Printer Trained

!Microsoft Office, Exel, Word, and some PowerPoint

Lotus Notes, IBM AIX training, Hardware Instructor and some Software

REFERENCES :

Will be provided upon request.

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